[Resolved]  Airtel Fixedline / Broadband / IPTV — overbilling and non registration of request for disconnection

Address:

East Delhi, Delhi

I have been using airtel landline-broadband-IPTV connection[protected] for almost two years.
In the beginning the connection was working well but for the past one year I have been facing lot of problems relating to broadband and breakage of picture on IPTV. During this period, I made numerous complaints at the customer care number.I was assured of better connectivity every time I contacted them, but nothing worked out.

I tried upgrading my plan to 4mbps plan (Rs.1699) for two months but the problem still persisted. So I reverted back to old plan (Rs.999) and requested for surrender of my connection on 23rd June 2012 under reference number 17641030.
On 26th June I received a call from Airtel executive requesting me not to cancel the connection and assured me of better connectivity and 20% discount on my bills for a period of 3 months. I agreed to her proposal on the condition of giving it one last try.

Two days thereafter I received a call from another executive informing that my request for 20% discount on the bills of next 3 months had been rejected. Meanwhile,the issues relating to connectivity too had not been resolved and I was totally fed up complaining again and again,I requested that my earlier request for cancellation of the connection be considered immediately, to which she replied that the same is open and will be taken care of by the concerned department.

On 30th June 2012, I checked up with the customer care for the cancellation of my connection and it was informed to me that the earlier request stood cancelled and he was noting down fresh request and the connection will be disconnected by 7th July and even if the same is not disconnected I would not be charged any amount after 7th July 2012.

On 7th July,2012, I spoke to one Gurfan Khan on customer care number and he told me that no request had been noted on 30th June 2012 and my request will be executed after 7 days from July 7, 2012.When I asked him to check all the records starting from 23rd June he reluctantly agreed to disconnect the connection and assured me that I would not be charged anything after 7th as promised to me earlier.When I asked him the reference number, he said that the original complaint was open and valid and hence no new number need be given.

Still to be on safer side, I removed the telephone instrument,the modem etc on evening of 7th July 2012 and I went personally to Airtel office at Jagatpuri on Sunday 8th July to return all the equipment and clear the outstanding bill.The staff on duty refused to entertain my request saying that they dealt only with Mobile connections. I noted down the email of Mr.Manikanandan and his contact number from that showroom in case I needed to contact him.

As if this was not enough, I received the worst shock of my life when I received SMS from AD-AIRSVC reading as under
" Current Usage Alert! Usage on your airtel fixedline [protected] is Rs.3285. The amount has exceeded last 3 months usage pattern."

My usage has never been so high since installation and such a highly inflated bill when the telephone instrument,modem and IPTV connection has been removed by me is highly improbable and clearly indicative of malpractices of sending false and inflated bills to consumers who are being cheated for having chosen Airtel.

On 19th July, I tracked status of my complaint on Airtel site and discovered to my shock that that Provisioning related complaint dated 26th June stands closed on 2nd July 2012without my consent and there is no mention of any complaints made by me on subsequent days.
The noting/non noting down the complaints/requests of the consumers is totally in the hands of Airtel staff and the consumers have no control over their actions.
.
On the same day, I received SMS from AD-AIRSVC asking me to pay Rs.1983/ due on 13th July 2012
First of all it is not clear which of the two messages –one dated 16th or the other dated 19th July is correct as regards my usage.
Secondly such a huge bill from 24th June 2012 (last billing) to 13th July2012 is absolutely impossible keeping in view the usage pattern for the past two years and the fact that I had removed telephone instrument and modem since 7th July 2012 . I had taken Rs.999/plan for unlimited broadband/IPTV/ and I use landline number very rarely.

Thirdly, I should not be charged anything for the period beginning 7 days after the date of my request for surrender of the connection
I have been trying to get in touch with Airtel authorities by calling at customer care number, visiting local office at Jagatpuri, sending mails to nodal officer Airtel, appellate authority at the addresses and telephone numbers mentioned at their showrooms and TRAI site, but these are either returned undelivered for want of wrong id or express that they deal only with mobile connections or digital TV
I am feeling helpless as to whom to contact and protect myself from unwarranted billing and get my number disconnected.